Telecommunications & IT

Independent Telecommunications & IT Provider

A regional telecoms and IT provider needed to respond faster to support enquiries, convert more website visitors into qualified leads, and engage customers out of hours. Sum Vivas deployed WebAgent on the website and PhoneAgent on the main support and sales lines, so customers could diagnose issues, book engineer visits, compare packages and request quotes—instantly and on-brand—while the provider’s teams received cleaner hand-offs and clear data.
The problem
  • High call volumes and slow first responses, especially at peak times and after hours, causing missed calls and frustrated customers.
  • Website traffic not converting visitors confused by package options and leaving without enquiring or booking a consultation.
  • Fragmented channels (phone, web forms, email) leading to duplicate effort, lost context and inconsistent answers.
The solution
  • WebAgent on key pages to qualify enquiries, guide package selection (connectivity, voice, managed IT), manage basic troubleshooting, and book callbacks/engineers directly into the diary.
  • PhoneAgent with natural speech to triage support calls, complete common tasks in-call (reset requests, status checks, appointment moves) and route complex issues to the right specialist with full notes.
  • Tight CRM and ticketing hand-offs so every conversation—Web or Phone—creates a complete record with summaries, next actions and service-level prompts.
Positive outcome
  • Faster resolutions and happier clients: first response times cut dramatically; more issues completed in one interaction.
  • More qualified leads and booked consultations from the website: guided journeys turned interest into quotations and demos.
  • Lower operational load and clear visibility: fewer repeat contacts and voicemails, cleaner data for forecasting and resource planning.